2.  Sender: ENCODE the message.  Receiver: DECODE the message.  Feedback: Response to communication that shows whether the message is understood.

3.  Spoken or written.  Rules for effective verbal communication: 1.Choose the right words. 1.Avoid jargon (slang) 2.Avoid meaningless words. 2.Speak for yourself. 3.Make I statements. 4.Always ask questions. 1.Promotes common understanding. 2.Open questions ask who, what, when, where, why, how and promote communication. 3.Closed questions are yes and no answers.

4.  Sending messages without words.  Includes: ◦ Body language ◦ Touching ◦ Appearance, ◦ Use of space ◦ Use of time  Purposes of nonverbal communication: ◦ Substitute for words ◦ Add to or stress verbal communication

5.  Trying to understand what the words say.  There is a difference in hearing and listening. ◦ Hearing is automatic. ◦ Listening is making sense of what you heard. ◦ Listening actually takes effort.

6.  Show that you are interested by paying attention.  Focus on the other person rather than yourself.  Give feedback.  Avoid giving advice unless the other person ask for it.  Ask open questions that encourage communication.  Pay attention to nonverbal messages.